Rotherhithe Removals Service Terms and Conditions

These terms and conditions set out the basis on which Rotherhithe Removals provides moving, transport, loading, unloading, packing, and related domestic or commercial relocation services. By making a booking, confirming a quotation, or allowing our team to begin work, the customer agrees to be bound by these terms. These conditions are designed to create clarity, protect both parties, and ensure that each removal service is carried out fairly, safely, and efficiently.

For the purposes of these terms, references to “we”, “us”, and “our” mean Rotherhithe Removals, and references to “you” and “your” mean the customer, client, or person instructing us. These terms apply to all standard house removals, office moves, man and van services, packing support, furniture transport, storage-related handling, and associated tasks unless we agree otherwise in writing. Any additional or special arrangement will only be binding if confirmed by us in advance.

We reserve the right to amend these terms from time to time. The version in force at the time your booking is accepted will usually apply to that service, unless we notify you of a change that is required by law or necessary for the safe and lawful performance of the work. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue to apply to the fullest extent permitted by law.

1. Booking Process

A booking is normally made following an enquiry and the issue of a quotation. A quotation may be based on the information you provide about the size of the property, volume of goods, access conditions, parking arrangements, distance, number of items, and any special handling requirements. Accurate information is essential. If the details supplied are incomplete or inaccurate, the price, timings, staffing, vehicle size, or service scope may need to change.

Unless stated otherwise, quotations are valid for a limited period and may be withdrawn or revised if circumstances change. A quotation does not become a confirmed booking until it is accepted by you and acknowledged by us, and any required deposit or booking fee is paid. We may decline a booking request if we believe the job cannot be performed safely, lawfully, or within the agreed operational limits.

We may ask for photographs, inventories, access details, parking information, floor numbers, lift availability, or other relevant information before confirming the job. This helps us assess the appropriate resource requirements and reduces the risk of delay or additional charges on the day. You must ensure that all information you provide is true, complete, and not misleading. Where the service involves fragile, valuable, oversized, or difficult-to-handle items, you must tell us before the booking is confirmed.

Booking dates and times are offered subject to availability and may be affected by traffic, weather, operational delays, or events outside our control. We will use reasonable efforts to arrive within the agreed time window, but exact arrival times cannot always be guaranteed. If access is restricted or parking is unavailable, this may impact the service and could lead to waiting time charges, rescheduling, or partial completion.

2. Service Scope and Customer Responsibilities

Our standard removal services may include loading, transport, unloading, and where agreed, packing, dismantling, reassembly, or provision of materials. Any work not expressly included in the quotation is excluded unless agreed in writing. This includes specialist handling such as piano moving, fine art transport, hazardous materials, or appliance disconnection, all of which may require additional arrangements or third-party assistance.

You are responsible for ensuring that items are correctly described and suitably prepared for transport. This includes securing drawers, emptying refrigerators where appropriate, disconnecting appliances if safe and lawful to do so, and protecting items that require extra wrapping. Unless specifically included, we do not accept responsibility for the suitability of your own packaging or for damage caused by poor packing by the customer.

You must ensure that the property, access route, and destination are ready for the move. This may include reserving lifts, arranging parking permissions, keeping pathways clear, and notifying building management where necessary. If access is delayed, unsafe, or unavailable, we may adjust the schedule or charge additional waiting time. You must also ensure that the premises are safe for our team to work in, and that children, pets, and unauthorised persons are kept clear of the working area.

Where keys, codes, or access instructions are needed, you must provide them in good time. If the move cannot proceed because of missing keys, incorrect codes, or access refusal, we may treat this as a cancellation on the day and charge accordingly. We will not be liable for delays caused by your failure to provide reasonable access or accurate instructions.

3. Payments, Charges, and Invoicing

Unless otherwise agreed, payment terms will be set out in the quotation or booking confirmation. We may require a deposit, part-payment, or full advance payment to secure the booking. Where a deposit is taken, it may be non-refundable except as stated in the cancellation section below. Any balance due must be paid in full by the time stated on the invoice, or immediately upon completion if no alternative terms have been agreed.

All prices are based on the information supplied at the time of quotation and may change if the actual service differs from the description provided. Additional charges may apply for extra labour, waiting time, stair carries, difficult access, long carries, parking costs, congestion or toll charges, storage handling, unsuccessful attendance, or disposal fees where relevant. Any material variation will be explained where reasonably practicable, and you may be asked to approve the revised charge before work continues.

Unless stated otherwise, all sums are quoted in pounds sterling and may be subject to VAT where applicable. If payment is not made on time, we reserve the right to suspend further work, retain goods where lawful until payment is received, charge interest on overdue sums, and recover reasonable costs incurred in seeking payment. Failure to pay may also affect your eligibility for future bookings.

You confirm that any card payment, bank transfer, or other payment method used is authorised by you. If a third party pays on your behalf, you remain responsible for ensuring that payment is completed. We are not liable for delays caused by banking processes, card issuer checks, or transfer errors outside our control.

4. Cancellations, Rescheduling, and No-Shows

You may cancel or request to reschedule a booking by giving us notice as soon as possible. The amount of any refund, fee, or charge will depend on the timing of the cancellation, the resources already allocated, and any costs we have incurred. Cancellation after a booking has been accepted may result in loss of deposit and additional charges if we have already committed staff, vehicles, or materials to the job.

If you cancel close to the move date, or on the day of the booking, we may charge a cancellation fee that reflects our losses and preparation costs. If we attend the property but are unable to complete the work because you are not present, access is denied, the property is not ready, or the service cannot proceed for reasons within your control, this may be treated as a no-show or failed attendance.

We may cancel or postpone a booking where there are safety concerns, adverse weather, vehicle breakdown, staff unavailability, non-payment, unlawful instructions, or circumstances outside our reasonable control. If we cancel for reasons within our control, we will usually offer an alternative date or refund any amount paid for the affected portion of the service. This will be your sole remedy for such cancellation, except where additional rights apply under law.

In all cases, customers are encouraged to notify us promptly if their circumstances change. We will act reasonably and in good faith when considering rescheduling requests, but we are not obliged to hold dates indefinitely or guarantee availability on alternative dates. Repeated changes may result in revised pricing or the requirement to pay a fresh deposit.

5. Liability, Damage, and Insurance

We take reasonable care to perform each removal job with professionalism and caution. However, liability is limited to losses or damage directly caused by our negligence, breach of contract, or failure to use reasonable care and skill. We will not be responsible for pre-existing damage, wear and tear, hidden defects, inherent weakness, or damage caused by items being inadequately packed, labelled, or secured by the customer.

Where goods are moved, handled, or transported, you should ensure that they are adequately insured for their full replacement value. Unless expressly agreed in writing, our own liability for accidental loss or damage may be limited to the value of the item or a reasonable repair cost, subject to the applicable law and the evidence available. Any claim must be notified to us as soon as reasonably possible, and in any event within a reasonable period after the event.

We are not liable for loss of profit, loss of business, loss of opportunity, emotional distress, indirect loss, or consequential loss arising from the service, except where such limitation is prohibited by law. Nothing in these terms excludes or limits liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or restricted.

Where our team is asked to move items through tight spaces, upper floors, narrow stairs, or complex access points, you accept that minor scuffs or superficial marks may occur despite reasonable care. We may refuse to move items that are too large, unsafe, or likely to cause damage to the premises or the item itself. Our decision on whether an item can be moved safely is final on the day if based on reasonable professional judgment.

6. Waste, Disposal, and Environmental Compliance

We may only remove, transport, or dispose of waste where this has been specifically agreed and where it can be done in accordance with applicable waste regulations. You must not request that we remove hazardous, illegal, contaminated, or prohibited materials unless we have expressly agreed in writing and have the capability and legal authority to do so. This includes, without limitation, asbestos, chemicals, clinical waste, gas cylinders, paint, oils, fuels, batteries, pressurised containers, and certain electrical or electronic waste.

Where waste removal is included, you are responsible for describing the waste accurately and for separating any items that may require specialist handling. We may refuse waste that is not properly disclosed, is unsafe to transport, or cannot be processed lawfully. Additional disposal fees may apply based on weight, volume, sorting requirements, recycling duties, and the cost of lawful disposal. Any unauthorised waste presented for removal may be left behind or reported where required.

You remain responsible for the legal ownership and lawful status of items that are removed. By instructing us to dispose of any item, you confirm that you have the right to authorise its removal and that doing so will not breach tenancy, lease, building, or environmental obligations. We may ask for confirmation in writing before collecting certain items, especially if there is any doubt about ownership or restricted waste classification.

We aim to handle waste responsibly and to support recycling where practical and lawful. However, final disposal routes are determined by regulatory requirements, facility acceptance rules, and the condition of the items. We do not guarantee that all waste can be recycled or diverted from landfill. Any environmental claims should be understood in the context of legal and operational limitations at the time of service.

7. Force Majeure, Complaints, and General Provisions

We will not be liable for delay or failure to perform our obligations if caused by events beyond our reasonable control. These may include severe weather, road closures, accidents, strikes, fuel shortages, public disorder, acts of government, fire, flood, epidemics, or failure of third-party systems. If such an event occurs, we will try to minimise disruption and may rearrange the service where reasonably possible.

If you have a concern about the service, you should notify us promptly and provide sufficient detail to allow us to investigate. Any complaint should be made in a fair and constructive manner, with supporting information where available. We will review matters carefully and may request photographs, inventory records, or a written description of the issue. Failure to notify us in a timely manner may affect our ability to resolve the matter properly.

These terms constitute the entire agreement between the parties in relation to the service, unless modified in writing by both parties. No person other than the customer and Rotherhithe Removals has any right to enforce any of these terms under the Contracts (Rights of Third Parties) Act 1999, unless we expressly agree otherwise. If we do not enforce any right immediately, that does not mean we have waived that right.

Any headings in these terms are included for convenience only and do not affect interpretation. The words including, includes, and for example are not limited by the phrase that follows. The singular includes the plural and vice versa where the context allows. If there is any inconsistency between these terms and a written quotation or booking confirmation, the written document will prevail to the extent of the inconsistency.

8. Governing Law

These service terms and any dispute or claim arising from or in connection with them, their subject matter, or formation shall be governed by and interpreted in accordance with the law of England and Wales. You and we agree that the courts of England and Wales will have exclusive jurisdiction, subject to any mandatory consumer rights or alternative dispute resolution processes that may apply under law.

By proceeding with a booking, you acknowledge that you have read, understood, and accepted these conditions. They are intended to support a reliable, lawful, and transparent removals service, while allowing reasonable flexibility where circumstances change. The aim is to balance operational practicality with fairness to customers and compliance with the standards expected of a professional removals company.

This concludes the terms and conditions for Rotherhithe Removals. Please review all booking details carefully before confirming any service request, and ensure that the information you provide remains accurate up to the day of the move. Clear communication, lawful waste handling, timely payment, and appropriate preparation help ensure a smooth and efficient relocation experience.